Help & FAQ

Account Questions

  • How do I create an account?

Click here to get started. After filling in the required fields, click on the blue “Sign Up” button. You will be sent an activation email; click on the blue “Activate your account” button from the email to complete the account creation process.


  • How do I change my account information?

You must be logged in to change any information. Once logged in, click on “My Account” or click here to change your information.


  • How do I reset my password?

To reset your password, click here and click on the “Forgot Password?” link above the blue “Login” button. Enter the email associated with the account and press “SUBMIT” to have a password reset link emailed to you.


  • Why am I unable to login to my account?

This could be due to several reasons. First, make sure you are using the correct email and password. You can use the reset password link to reset your password if you don’t remember it. Second, it is possible you do not have an account with us as we do allow for guest checkout on our website. You can confirm if you have an account with us by using the reset password link. Finally, it is possible you didn’t activate your account when you registered the account. If you are unable to login to your account, contact our support team by calling (888) 842-1178 or by emailing support01@ezink123.com.


Order Questions

  • Do you take payments over the phone or through mail?

We do not take any orders or payments over the phone or through mail at this time. We apologize for any inconvenience this may cause.


  • How do I check the status of my order?

You will receive an order confirmation email when the order is placed and a shipping confirmation email once the order is shipped. You can also view the status of the order by logging into your account and viewing your order history.


  • How do I cancel my order?

You will need to contact a member of our team to cancel your order. You can reach us by calling (888) 842-1178 or by e-mailing support01@ezink123.com. We will not be able to cancel an order that has been shipped, but you can return it for a refund when it arrives.


Shipping Questions

  • When will my order ship?

All orders typically ship within 1 business day; orders placed during the weekend or on a holiday will ship on the following business day. Shipping confirmation emails are sent out once the order is shipped.


  • When will my order arrive?

Our default shipping providers are Amazon Fulfillment and the USPS. Orders typically take 2-5 business days to arrive. Transit time starts once a package leaves our facility.


  • Do you offer free shipping?

Free standard shipping is applied to all orders.


  • Do you ship internationally?

We do not currently ship internationally.


  • Do you ship to American Samoa, Micronesia, Guam, Marshall Islands, Northern Mariana Islands, Palau, Puerto Rico, U.S. Virgin Islands?

No. We currently don’t ship to these regions, states, or territories.


  • Why isn’t the tracking information being updated?

The shipping provider takes responsibility during transport. If this issue occurs, we suggest contacting the shipping provider for assistance. To contact the shipping provider, go to the Order History page on your account and click on the tracking number. This will take you to the tracking history page on the shipping provider’s website. Use the “Help” button to reach support.

You can also contact us for further assistance by calling (888) 842-1178 or by e-mailing support01@ezink123.com.


Return Questions

  • What is your return policy?

We offer a 2-year 100% satisfaction guarantee for all products we sell. The only information we require to follow up on the guarantee is the order number.

If you are not satisfied with your purchase, you can contact us by calling (888) 842-1178 or by e-mailing support01@ezink123.com to claim the warranty on your order. You can find our full return policy here.


  • How do I return a product or order?

If you wish to return a product or order for any reason, contact our customer support team by calling (888) 842-1178 or by emailing support01@ezink123.com. We will issue a RMA# (Return Merchandise Authorization number). Returns must be received within 30 days of the RMA# being issued. You may return products with or without the original packaging. We will not accept the return of cartridges whose labels have been removed or cartridges that have been physically tampered with in any way. Refunds will be processed approximately 2-4 days after we receive the return package. The refund will be issued back to the original form of payment.


  • What do I do if I received the wrong product?

If the product you received is different from the product you ordered, contact our customer support team by calling (888) 842-1178 or by e-mailing support01@ezink123.com. We will send out the correct product along with a prepaid return label for the return of the incorrect product.


Points Store Questions

  • How do I spend my Points?

You can spend your points trying your luck on the Lucky Draw wheel or by redeeming select prizes in the Points Store. Points can be used to redeem free products, Amazon gift cards, and store coupons. Visit the Points Store by clicking here.


  • Where can I find my Points history?

All Points transactions can be found on your account page in the “E-Z Ink Perks” section.


  • Why can’t I spend my Points?

You must be logged in to spend Points. Points cannot be spent if you do not have enough Points to spend or if the prize cannot be shipped to your country or region.


  • Will my Points be refunded if a redemption fails?

If the redemption is not processed, Points will not be deducted from the account. If the redeemed product is unavailable, your Points will be refunded within 24 hours. Any shipped redemption cannot be refunded.


  • When do I receive my redeemed product(s)?

A member of our team will reach out to you within 24 hours of redemption. Estimated shipping times for redemption of physical products will be provided in the e-mail.


  • Do the redeemed products come with warranty?

All redeemed products are covered by a 6-month warranty. To claim this warranty, contact a member of our customer support team by emailing support01@ezink123.com.


  • DoPoints expire?

Your E-Z ink Points do not expire.


  • What do I do if I accidentally redeemed the wrong model?

Shipped redemption cannot be canceled, changed, or refunded. If your redemption has not yet shipped, contact a member of our customer support team by emailing support01@ezink123.com for assistance.


Recycling Questions

  • Do you recycle used cartridges?

We are currently collecting select ink cartridge models for recycling. Click here to see if the model you have qualifies under our recycling program.


  • Do I get rewards for recycling through your program?

We offer 0-35 points per listed OEM Canon or HP ink cartridge. Once we receive the shipped cartridges, we require approximately 5-10 business days to process them. If your cartridges fulfill our requirements, points will be sent to your account within 15 business days.


  • Do you recycle non-OEM cartridges?

We are able to recycle non-OEM cartridges sold by our website if the same OEM model is listed, but we do not offer any Points for recycling them. We do not accept any other brand cartridge for recycling through this program due to differing remanufacturing processes between remanufacturers.


  • Why can’t I submit my recycling order?

We do have a required minimum quantity in place. For Canon and HP cartridges, the minimum is set to 3; for Epson cartridges, the minimum is set to 10. If the quantities do not reach our requirement, the system will not allow you to proceed with the recycling order.


  • What do I do if I misplaced or am unable to download the shipping label?

You can access existing shipping labels on your account in the “Recycle for Points” section. If you are unable to access this label for any reason, contact a member of our customer support team by emailing support01@ezink123.com for assistance.


  • Can my recycled cartridges be returned back to me?

All recycling orders are final with no returns. Once cartridges are received and processed, they are grouped together for sorting, making it impossible to identify where each cartridge originated from.


Product Questions

  • Will using non-OEM cartridges void my printer warranty?

Using these cartridges will NOT void your printer warranty. Federal law prohibits any company from requiring you to purchase only their products and prohibits a manufacturer from voiding your machine's warranty simply by using alternative cartridge solutions. For more information, refer to: Magnuson-Moss Warranty Improvement Act (U.S. Code - Title 15, Chapter 50, Sections 2301-2312).


  • What is the difference between a compatible and remanufactured cartridge?

A compatible cartridge is a generic replacement for OEM cartridges. A remanufactured cartridge is a recycled OEM cartridge that has been through a cycle of cleaning, refilling, and testing to meet factory standards.


  • Why is the advertised page yield not accurate?

The estimated page yield is based on ISO standards of 5% coverage. Several factors will contribute to the deviation of this yield, including printing at a higher or lower page coverage, printing on differing page sizes, printing images or photos, and performing maintenance procedures on the printer.


  • Why does my new cartridge show up as empty or low when I install it into my printer?

Some remanufactured cartridge models will prompt an empty or low ink level message when installed due to limitations set by the OEM design. These messages are not accurate. To bypass the prompt, click OK or Continue to proceed through the message and clear the prompt.

For Canon inkjet cartridge models, you can bypass the prompt by pressing and holding the STOP/RESET or RESUME button (upside down triangle in a circle icon) for 10 seconds and releasing.


  • Why does my printer show “Used, Refilled or Counterfeit Cartridge Detected” or “Previously Used Cartridges Installed” when I install your cartridges?

This message comes up to remind you that you did not purchase and install OEM cartridges. Simply press “Proceed,” “Continue,” “Accept,” “Yes,” or ‘OK’ to dismiss the prompt.


  • Why am I getting an error on my printer saying the cartridge is not recognized?

There are several factors that can cause this message to come up. This message is associated with the printer detecting the cartridge, which is usually through the circuit chip. First, confirm if you have the correct cartridge model number for your printer. Second, use either a dry, lint-free cloth or a rubber eraser to remove any debris that may be on the contact points on the cartridge to ensure a good connection with the printer. Third, make sure the cartridge is installed firmly into the printer. It should lock in place and should not be protruding from the cartridge slot. If you continue to receive this message, it could potentially be due to a newer firmware version on the printer. Firmware updates have the potential to disable the use of non-OEM cartridges. Contact our customer support team by calling (888) 842-1178 or by e-mailing support01@ezink123.com for further assistance.


  • How do I improve the print quality if the pages are printing out poorly or blank?

To improve print quality, run a cleaning or printhead cleaning cycle on the printer. You can find this maintenance feature through either the Tools or Setup menu through the printer, or through the Services tab of the printer’s software. If you are unable to locate this feature, refer to your printer’s manual or documentation.


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